Genesys Cloud Engineer | Omnichannel CC Specialist

Upgrade, Inc.; Oregon City (OR); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Stock option plan

Health insurance (medical, dental, and

Vision insurance

Flexible PTO

Parental leave

Wellness programs

Job summary

Upgrade, Inc. is seeking a Genesys Engineer to design and optimize omnichannel contact center solutions on the Genesys Cloud platform. You will partner with Operations, Business, and Technology to gather requirements and deliver scalable CX enhancements.

The role supports day-to-day operations and on-call changes, with a hybrid schedule (Phoenix area) and remote options within the Pacific Time Zone. The ideal candidate has hands-on Genesys Cloud experience, strong problem-solving skills, and the

Qualifications

• 5+ years of experience supporting and implementing contact center technologies.
• Hands-on Genesys Cloud experience including routing, configuration, and administration.
• Genesys Cloud certifications are highly valued.
• Strong communication across technical teams, business stakeholders, and leadership.

Responsibilities

• Design, implement, configure, test, and support contact center solutions on the Genesys Cloud platform.
• Lead and execute projects critical to growth and evolution of the contact center environment.
• Partner with Operations, Business, and Technology teams to gather requirements and drive outcomes.
• Collaborate with Genesys team members to support day-to-day operations and enhancements.
• Evaluate and recommend new Genesys Cloud capabilities to support growth and CX.
• Work with Engineering and Infrastructure teams to deliver scalable contact center solutions.
• Troubleshoot and resolve platform issues with minimal disruption; participate in on-call as needed.

Skills

Genesys Cloud

Contact center tech

Omnichannel routing

Project leadership

System administration

Tools

Interaction Flow Design

Outbound Management

Job description

Upgrade, Inc. is seeking a Genesys Engineer to design and optimize omnichannel contact center solutions on the Genesys Cloud platform. You will partner with Operations, Business, and Technology to gather requirements and deliver scalable CX enhancements.

The role supports day-to-day operations and on-call changes, with a hybrid schedule (Phoenix area) and remote options within the Pacific Time Zone. The ideal candidate has hands-on Genesys Cloud experience, strong problem-solving skills, and the